Amazon

Customer Success Manager, Amazon Shipping

Amazon$80K — $140K *
Tempe, AZ 85281In-Person
Transportation
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 5-7 years of project management experience in a dynamic environment
  • Proven ability to build and maintain customer relationships
  • Strong analytical skills with experience in data analysis and reporting
  • Proficiency in Excel, including complex formulas and pivot tables
  • Experience handling high ADV (average daily volume) client accounts

Responsibilities

  • Own the end-to-end Shipper experience for multiple high ADV shippers
  • Systematically escalate issues to relevant teams and ensure resolutions are delivered
  • Educate shippers on tools, policies, and self-serve opportunities
  • Pull and analyze data from various databases for reporting purposes
  • Drive quality-oriented resolutions in collaboration with internal partner teams
  • Communicate tactically with clients and develop mechanisms to gather feedback
  • Identify root causes of issues and develop actionable solutions
  • Collaborate with Business, Product, and Operations teams for solution development

Benefits

  • Comprehensive health insurance (medical, dental, vision)
  • 401(k) matching
  • Paid time off and parental leave
  • Mental health support and employee assistance programs
  • Flexible Spending Accounts for medical expenses
  • Adoption and surrogacy reimbursement coverage
Full Job Description
As a Customer Success Manager with Amazon Shipping, you will work with Amazon's top shippers contributing to high ADV (average daily volume) and leverage partner teams across CO/SPS/ROC/ATS to provide a holistic resolution across common themes encompassing onboarding, pickup issues, claims and tracking amongst others. You will be a single point of contact for our shipping partners and you will provide data driven strategic insights and ensure high operational standards. Your personal engagement, relationship building, and analytical skills are key to developing a trusted advisory relationship to guide and influence shippers to achieve FTR (first time resolution) while also maintaining a high bar on CPS (contacts per shipment) and SL (Service Levels) across all contact mediums.

Key job responsibilities

* Responsible for owning end to end Shipper experience for multiple high ADV shippers capturing thematic pain points and defects from multiple listening channels

* Systematically escalate problems or variance in the information and data to the relevant owners, teams and follow through on the resolutions to ensure they are delivered

* Educate shippers on tools, policies, processes, and relevant self solve opportunities through Amazon help pages and products

* Ability to pull data from numerous databases (using Excel, Access, SQL (Structured Query Language) and/or other data management systems) and to perform ad hoc reporting and analysis as needed

* Prioritize and drive key quality-oriented short and long-term resolutions for Shippers and internal partner teams (CO/SPS/ROC/ATS) along with Product, Program and Operations teams to raise the bar on the quality of our service

* Continual, tactical communication and problem solving along with developing effective and repeatable listening mechanisms to capture Shipper sentiment and feedback

* Dive deep contact trends to identify issues root causes and develop actionable solutions to improve Shipper Experience

* Work cross-functionally with Business, Product and Operations teams to ensure development and implementation of new solutions as per timelines

BASIC QUALIFICATIONS

- Experience with strong project management skills and the ability to thrive in a fast-paced environment

- Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products

PREFERRED QUALIFICATIONS

- Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems

- Experience with Excel including complex formulas, pivot tables, and data manipulation

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, AZ, Tempe - 80,000.00 - 140,000.00 USD annually

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ

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